Job Title: Team Leader – International Voice

Company: TCS
Location: Goregaon East, Mumbai
Work Mode: Work From Office
Process Type: International Voice
Salary: ₹5.00 LPA – ₹5.50 LPA
Experience: Minimum 1 year of Team Leader experience on paper in an International Voice Process
Role: Team Leader / Operations
Industry: BPO / Customer Service

Job Description

TCS is hiring a Team Leader – International Voice to manage and mentor a team of associates while ensuring operational discipline, service quality and achievement of business targets. The role involves team handling, performance management, workforce coordination and ensuring SLA adherence.

Key Responsibilities

• Maintain team discipline and monitor absenteeism on the floor.

• Drive staff retention and employee engagement within the team.

• Coordinate effectively between Managers and Team Members.

• Ensure prompt and accurate customer service and achievement of targets.

• Handle team building and implementation of operational processes.

• Mentor team members and provide regular performance feedback.

• Analyze process dashboards, team performance reports and operational metrics.

• Maintain working knowledge of AHT and WFM.

• Drive the team toward achieving defined SLA targets.

• Motivate associates through effective people management and career development.

• Implement appropriate reporting mechanisms and ensure timely submission of operations reviews.

• Prepare team rosters and manage shrinkage.

• Conduct process/team audits and provide constructive feedback.

• Monitor team performance and prepare reports on key metrics.

• Use analytical skills and MS Excel to support performance tracking and reporting.

Candidate Requirements

• Minimum 1 year of Team Leader experience on papers in an International Voice Process.

• Strong team handling and people management skills.

• Good understanding of AHT, WFM, SLA and shrinkage management.

• Strong analytical and reporting skills.

• Good proficiency in MS Excel.

• Excellent communication and interpersonal skills.

• Ability to coach, mentor and motivate team members.

• Comfortable working in a target-driven BPO environment.

Top 5 Skills

1. Team Handling & People Management

2. International Voice Process

3. SLA / AHT / WFM

4. Performance Management & Coaching

5. MS Excel & Analytical Skills

Eligibility

• Minimum 1 year of documented Team Leader experience

• Must have International Voice Process experience

• Relevant TL experience must be reflected in employment records/documents

• Strong understanding of team performance metrics and operational processes